Claims Customer Experience Manager Jobs

Ability to display great time management and prioritize workload while remaining organized and efficient

Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.

Efficiently handle customer complaints with empathy, knowledge and understanding.

Excellent verbal & written communications skills

Proven experience in claims, assistance or comparable roles

Handle claims arising from travel insurance products

Reviews and approves human resource recommendations and conducts performance management

Responsible for working in the workforce management system, such as forecasting call volume and scheduling staff

Manages working relationships with other company and department functions in alignment with Delta Dental of Wisconsin’s values

Ensure all tools, processes and procedures for customer service and claims processing are properly documented within the online knowledge base

Train and provide instruction to new team members on customer experience and claims processing transactions

Keep abreast of industry knowledge of contact center technologies and practices

Develop and deliver training programs to enhance the technical skills, insurance knowledge, and customer service capabilities of the team

Bachelor's degree, or equivalent experience in insurance or contact center/CX team management are a plus

Proven experience in contact center management or a similar leadership role within the insurance industry, preferably in claims

Strong leadership and team management skills, with the ability to motivate, inspire, and develop a diverse team

Excellent organizational and time management skills to effectively prioritize tasks, meet deadlines, and drive results

Lead and manage a team of Customer Experience Specialists, providing guidance, coaching, and support